Complaints over council home repairs but 'most tenants are happy'

West Lancashire Council in Ormskirk
-Credit: (Image: Reach Publishing Services Limited)


Most tenants in homes or other property linked to West Lancashire Council are happy about repairs and kitchen replacements by a commercial contractor, according to new a report for councillors. But some have complained about work not being completed in time or failures to complete jobs first-time.

West Lancashire Council agreed a contract with Wates Property Services in 2020 for responsive repairs and maintenance, empty property work, periodic decorations and component replacements. It lasts for 10 years with an option for a further five years. And in 2023, the council agreed a separate two-year kitchen replacement contract with Wates.

A new officer's report for West Lancashire councillors says Wates carried out over 8,000 individual jobs and over 70 kitchen replacements in the six months from October 2023 to April this year. Councillors on the new Policy & Resources committee, which replaces the old cabinet, are receiving updates on various housing topics including repairs, tenant and landlord activity, and procedures for damp, mould and asbestos. The lead councillor for housing is Labour's Nicola Pryce-Roberts.

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Tenants' feedback using a council telephone survey system called Voicescape suggested 82 per cent were happy with the services, according to a report for the committee. But there were some complaints mainly around work not being finished in time or at the first attempt.

Separate tenant surveys by Wates suggested over 90 per cent were happy with services. Satisfaction dipped slightly between January and March this year linked to staffing levels, which is being remedied by extra sub-contractors. Feedback has improved again, the report adds.

Surveys were benchmarked using a national organisation called Housemark, which is a data and insight company for the UK housing sector owned by the National Housing Federation and the Chartered Institute for Housing. Data for April to September 2023 said the median percentage of tenant satisfaction with the overall repairs service was 77 per cent. And median satisfaction for the time involved to complete the most recent repair work was 69 per cent. So both the council's and Wates data showed West Lancashire tenants are more-satisfied than national levels, the report adds.

Regarding kitchen replacements, most tenants said they were happy. But some complained about work taking longer than expected or that a contractor failed to arrive when expected. In other housing activity, a complaints working group and action plan has been introduced. Its aims to identify recurring themes, actions to improve services, and to analyse evidence that work is having a positive impact on tenants. Wates has recently appointed a repairs liaison officer who contacts a tenant when a complaint is made and monitors improvements, the report adds.

Other council housing activity has included providing tenants with an asbestos information leaflet about tests and repair time-scales,; information for council staff about damp and mould procedures, arrangements for surveyors and tenants to meet, a system to use other contractors if Wates cannot provide a particular tradesman, recruitment of extra Wates staff and regular meetings between the council and Wates. The report adds that Wates has also received praise for good work, staff professionalism and good scheduling of work. In other developments, a Tenants Voice Group has grown with physical and digital meetings and activity.

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